Sr. Manager, Customer Experience Insights & Excellence
About the role
The Sr. Manager of Customer Experience Insights & Excellence (CXIE) plays a pivotal role in driving data-driven decisions and ensuring world-class quality standards across Scout Motors' customer touchpoints. Reporting directly to the VP of Customer Experience, this individual leads a department that supports the company's mission of respect, innovation, and community.
Responsibilities
Lead the CXIE department and set strategic direction for both areas of focus.
Own Scout’s Voice of the Customer (VoC) program and ensure insights influence company-wide decisions.
Oversee survey administration and reporting for all customer-facing programs.
Define and maintain quality standards for contact center operations (Customer Support & Roadside Assistance).
Manage calibration processes for contact center evaluators and coaching alignment across internal teams and BPO partners, ensuring a consistent customer experience.
Deliver actionable insights to improve NPS, CSAT, and overall customer satisfaction.
Partner with cross-functional teams to align on CX goals and KPIs.
Drive continuous improvement initiatives and CX-related projects.
Ensure compliance with data governance and quality assurance best practices.
Requirements
10+ years of experience in customer experience, customer support, or contact center quality program management roles.
2+ years of customer experience, customer support, or contact center quality leadership experience.
2+ years of experience working with contact center vendors/outsourcing.
Proven leadership experience managing multi-functional areas or programs.
Strong analytical skills with expertise in data visualization and reporting tools.
Excellent communication and stakeholder management skills.
Familiarity with VoC platforms, survey tools, and contact center technologies.
Experience working with BPO partners.
Fundamental understanding of contact center metrics.
Strong verbal and written communicator & relationship-builder.
Natural cross-functional collaborator.
Passion for, and a drive to positively impact, the customer experience.
Experience working with Customer Support quality management tools.
Preferred Qualifications
Training/facilitation background.
Six Sigma or similar process improvement certification.
Automotive or tech industry experience.
Benefits
Competitive insurance including: Medical, dental, vision and income protection plans.
401(k) program with: An employer match and immediate vesting.
Generous Paid Time Off including: 20 days planned PTO, as accrued; 40 hours of unplanned PTO and 14 company or floating holidays, annually.
Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders.
Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave.
Corporate Vehicle Program with: Eligibility for 1 assigned vehicle; A mobility stipend.
Pay
Initial base salary range = $150,000.00 - $181,250.00
Schedule
This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC. This role requires 4-5 days per week in the office, with regular in-person meetings and events. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time. Travel: Travel required, approximately 10%-25% of the time. Valid driver's license required.
Qualifications
Valid driver's license required.
10+ years of experience in customer experience, customer support, or contact center quality program management roles.
2+ years of customer experience, customer support, or contact center quality leadership experience.
2+ years of experience working with contact center vendors/outsourcing.
Proven leadership experience managing multi-functional areas or programs.
Strong analytical skills with expertise in data visualization and reporting tools.
Excellent communication and stakeholder management skills.
Familiarity with VoC platforms, survey tools, and contact center technologies.
Experience working with BPO partners.
Fundamental understanding of contact center metrics.
Strong verbal and written communicator & relationship-builder.
Natural cross-functional collaborator.
Passion for, and a drive to positively impact, the customer experience.
Experience working with Customer Support quality management tools.
Equal Opportunity
Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law.